14/03 Purnima
Lead HR at Gain Credit

Views:595 Applications:79 Rec. Actions:Recruiter Actions:0

GAIN Credit - Leader - Customer Experience (10-12 yrs)

Delhi NCR Job Code: 675555

The key requirement for the role is the ability to understand the business and develop key metrics to deliver our goal - Making Customers Feel Great to improve customer experience with our products. The individual will possess the ability to work with vendor and display a proactive attitude in task ownership & execution.

You will be responsible for:

- Contact center partner management

- Change management

- Develop key metrics to improve customer experience

- Developing knowledge material

- Focus & work on first contact resolution

- Develop an understanding of the requirement

- Manage business process (es) to improve customer experience to achieve the goal - Making Customers Feel Great-

- Collaboration -Develop cross site & vendor relationships to implement & execution

- Align with MCM team on MCFG agenda - Making Customers Feel Great-

- Develop & run change implementation projects

- Create knowledge material, SOP, training documents and work with contact center partner for deployment of team

- Developing of key metrics to improve customer experience

- Implement & execute the chat related projects to improve customer experience

- Determine the call drivers and research customer touch point to introduce self-explanatory approaches

- Develop operational plans to deliver great customer experiences

- Lead teams in developing business and customer cases to help drive customer experience improvement

- Develop views of both present and future customer journeys through quality research

- Create effective communications across multiple internal channels to increase ability to change the customer experience

- Travel - Should be flexible to travel between Gurgaon and Chennai (if required)

- Communication: Responsibly perform end to end project communication across the various levels in the organization

Technical Skills and Experience:

- Overall 10+ years of experience in the Contact center / Vendor management capacity preferably UK Financial domain (Voice, email, Chat)

- 5+ years of experience in leading Customer facing projects with clear results - Customer journey, Customer Complaint handling, Service experience (customer facing)

- 8+ years hands on experience (& noteworthy achievements) in Leadership roles at Contact Center - Operations, Training, Strategic quality, Transactional Quality, Workflow etc. demonstrated impact in driving down contact rates, increasing quality, increasing customer satisfaction / NPS

- Should have handled high impacting business customer problems - Excited about diving deep into problems and solving holistically, High degree of comfort in dealing with abstract situations and devising a structured approach to solution, defining newer metrics to drive objective results, data & fact driven in decision-making etc.

- 5+ years of experience in developing knowledge material and delivery methodology especially driven by needs of the Product (new launches, modification etc.)

- Highly adaptable to the varying needs of the role. e.g. diving deep into Customer situations and devising fair treatment; Owning up tasks which may be very transactional and require manual effort etc.

- High level of competence in MS excel, power point Presentations and System savviness in general

- Excellent communication and Collaborator / strong people manager and teamwork skills

- Should be comfortable working in a highly regulated environment

- Should be flexible with work hours/timings as driven by business needs

Add a note
Something suspicious? Report this job posting.